For MSPs & On-Site IT Support
IT field service software for managed service providers.
Tickets, onsite visits, per-endpoint contracts, and SLA-driven response — BeanRails is built for MSPs and IT support teams handling both remote and field work in Malaysia and Singapore.
14-day free trial · Tickets + onsite · SLA-driven
Why MSPs switch
Four operational realities BeanRails handles.
MSP work is tickets, endpoints, and SLAs — BeanRails handles all three without the helpdesk-to-spreadsheet-to-billing handoff most MSPs deal with today.
Tickets and onsite visits are the same job
MSP work is tickets — but some tickets require a technician onsite. BeanRails handles both remote tickets and onsite visits on the same platform, with the onsite work scheduled and tracked through to resolution.
Per-endpoint recurring contracts
MSP contracts are per-endpoint — per workstation, per server, per firewall. BeanRails handles recurring billing based on the customer's actual endpoint count, and surfaces contract revenue in real time.
SLA-driven response times
MSP contracts promise response times by severity — P1 in 15 minutes, P4 in 4 hours. BeanRails tracks SLA clocks per ticket, escalates when a clock runs out, and produces monthly SLA compliance reports for the customer.
Asset and warranty tracking
Every endpoint, server, and network device has an asset record with warranty terms, lifecycle dates, and ownership. BeanRails tracks these alongside the tickets so the office knows what's coming up for refresh and what's eligible for warranty repair.
Workflow
An onsite ticket on BeanRails.
Ticket raised
Customer raises a ticket via portal, email, or phone. Severity tagged, SLA clock starts.
Triage
Service desk triages the ticket. Remote fix attempted; if onsite needed, ticket escalates to a visit.
Dispatch
Technician with the right skills and parts on the van is assigned. Customer notified of ETA.
Onsite work
Technician arrives, captures the work done, time, parts used, and any follow-up. Customer signs on phone.
Resolution
Ticket marked resolved. Asset updates applied (e.g. replaced RAM, swapped laptop). Customer closes the loop via portal.
Invoice + SLA report
Out-of-contract work invoiced. Monthly SLA report generated and sent to the customer's stakeholders.
Features for MSPs
The BeanRails features MSPs use most.
Job Scheduling
Tickets, onsite visits, and project rollouts on one schedule — prioritised by SLA.
Learn more →Mobile Field Service App
Ticket capture, asset updates, photos, and customer sign-off on the technician's phone.
Learn more →Work Order Management
Per-ticket work orders with time, parts, resolution notes, and any follow-up.
Learn more →CRM
Customer and asset records — endpoints, servers, network gear — all in one view.
Learn more →Quoting & Invoicing
Per-endpoint contract billing, project quotes, and ad-hoc ticket invoices.
Learn more →Reporting & Analytics
SLA compliance, ticket resolution times, contract profitability, and asset lifecycle.
Learn more →Use case
One MSP. Forty customers. Every ticket on the SLA clock.
A managed service provider has forty customers under per-endpoint contracts. Tickets come in by email, portal, and phone — some resolve remotely, some need an onsite visit. SLA response times are non-negotiable — the MSP has lost two customers in the past year because of missed SLA on a P1.
BeanRails handles the full ticket lifecycle. Every ticket starts on the SLA clock the moment it's raised. Remote attempts are logged, and if the ticket needs an onsite visit it escalates without losing the clock. The technician arrives with the right parts because the asset record told the dispatcher what was on site. The customer signs off on the phone.
At the end of the month, the MSP produces one SLA report per customer — every ticket, every severity, every response time, every resolution. Out-of-contract work invoices alongside the monthly contract billing, so revenue rolls up cleanly.
FAQ
Common questions about BeanRails for MSPs.
Does BeanRails handle both remote tickets and onsite visits?
Yes. Tickets and onsite visits live on the same platform. A ticket can start as remote and escalate to an onsite visit without being re-entered. SLA clocks carry through the entire ticket lifecycle.
Can BeanRails bill per-endpoint recurring contracts?
Yes. Each contract is configured with its endpoint types and per-endpoint rate. BeanRails generates the monthly invoice based on the customer's current endpoint count, and surfaces any contract changes (additions, removals) for review.
How does BeanRails handle SLA response times?
Each ticket is tagged with a severity (P1-P4). SLA clocks are set per severity and per contract. When a clock runs out, BeanRails escalates to the service manager and notifies the customer. Monthly SLA compliance reports are auto-generated for the customer.
Does BeanRails track asset warranties?
Yes. Each asset (workstation, server, firewall) carries its warranty terms in BeanRails. The office sees a list of assets coming up for refresh and assets eligible for warranty repair before the technician arrives onsite.
Can customers see their tickets in real time?
Yes. The customer portal shows every open ticket, its status, severity, SLA clock, and assigned technician. Customers can also raise new tickets and view the asset list.
How does BeanRails help with MSP project rollouts?
Project rollouts (e.g. office moves, network refreshes) are managed as multi-step projects in BeanRails — survey, procurement, scheduling, install, sign-off. Each step is tracked and reported on, with project invoicing separate from the recurring contract.
Tickets, SLAs, and onsite visits — in one place.
Try BeanRails free for 14 days. Tickets, SLA tracking, per-endpoint contracts, asset warranties, and customer reporting — without the helpdesk-to-spreadsheet handoff.